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My screen is locked and I’ve forgotten my code

Depending on the type of screen lock you are using there are different options.

  • Pattern: After five unsuccessful attempts, you have to wait 30 seconds before you can try again. If you cannot remember the pattern, press Next to unlock with the security question.
  • PIN or password: After five unsuccessful attempts, you have to wait 30 seconds before you can try again.
  • Face unlock: If the device fails to recognise you, it immediately prompts you to enter the backup method, pattern or PIN.
  • If all of the above have been forgotten, you need to reinstall the device software using a computer.

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    To reinstall your software using PC Companion

    Note: Make sure that PC Companion is installed on your PC.

    1. Open the PC Companion application on the PC, then click Start under Support Zone.
    2. Click Start under Phone Software Update.
    3. Click repair my phone / tablet.
    4. Select your phone.
    5. Follow the instructions that appear on the screen to complete the repair.

    To reinstall your software using the Sony™ Bridge for Mac application

    Note: Make sure that Sony™ Bridge for Mac is installed on your Mac.

    1. Open the Sony Bridge for Mac application on your Mac.
    2. Click Phone > Repair phone > Continue.
    3. Select your phone.
    4. Follow the instructions that appear on the screen to complete the repair.

I’ve forgotten my MacAfee PIN

  • If you have turned on the McAfee Mobile Security you may need to enter your PIN (6 digits). If you have forgotten your PIN, tap Forgot your PIN? to receive a new by email to the address you have registered.

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    To uninstall McAfee Security

    1. From the Home screen, tap . menu icon
    2. Find and tap Settings > Security > Device administrators.
    3. Unmark the McAfee Security checkbox.
    4. Tap Deactivate and enter your PIN (6 digits), then tap Unlock. If you have forgot your PIN, tap Forgot your PIN? to get a new PIN by email.

My device is asking for a PUK code

  • If you enter your PIN (Personal Identification Number) code incorrectly several times, the SIM card is locked. You then need the PUK (Personal Unblocking Key) code to unlock the device. To get help with your PIN and PUK codes, contact your network operator.

    Note! If you enter an incorrect PUK code too many times, you need to contact your network operator to get a new SIM card.

My battery runs out quickly

  • Disable mobile data traffic to save power when you’re not using the Internet.
  • Turn off GPS, Bluetooth® and Wi-Fi® connections when you don’t need these features.
  • Use any of the power saving modes, for example STAMINA mode that minimises battery consumption when the screen is inactive.

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    To activate a power saving mode

    1. In Settings, find and tap Power management.
    2. Activate your preferred mode, and confirm if necessary.
  • Close and exit applications that you are not using.
  • Lower the screen brightness level and disable any live wallpaper.

I cannot power on my phone

  • It might be that the battery is drained. If the battery is completely discharged, the device needs to charge for a while before the battery status light is lit. Charge the battery for at least 30 minutes, and then turn on the device.

  • If your device stops responding or won’t shut down normally, you can force your device to shut down, and then turn it on again.

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    To force the device to shut down (built-in battery)

    1. Press and hold down both the volume up key and the power key for 10 seconds.
    2. After your phone vibrates three times, release the keys. The phone turns off automatically.

    To force the device to shut down (removeable battery)

    1. Remove the battery
  • Reinstall your device software using a computer. Support is available for both PC and Mac. Note that all data is deleted from the device when you perform a software repair.

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    To reinstall your software using PC Companion
    Note: Make sure that PC Companion is installed on your PC.

    1. Open the PC Companion application on the PC, then click Start under Support Zone.
    2. Click Start under Phone Software Update.
    3. Click repair my phone / tablet.
    4. Select your phone.
    5. Follow the instructions that appear on-screen to complete the repair.

    To reinstall your software using the Sony™ Bridge for Mac application

    Note: Make sure that Sony™ Bridge for Mac is installed on your Mac.

    1. Open the Sony Bridge for Mac application on your Mac.
    2. Click Phone > Repair phone > Continue.
    3. Select your phone.
    4. Follow the instructions that appear on-screen to complete the repair.
Connecting your device to a computer

Connecting your device to a computer

Connect your device to a computer and start transferring pictures, music and other types of files. The easiest ways to connect are using a USB cable or Bluetooth® wireless technology.

When you connect your device to the computer using a USB cable, you are prompted to install software on the computer, for example, the PC Companion application on a PC or the Sony™ Bridge for Mac application on an Apple® Mac® computer. PC Companion and Sony™ Bridge for Mac help you access additional computer applications to transfer and organise media files, update your device, synchronise device content, and more.

You might not be able to transfer some copyright-protected material between your device and a computer.

Transferring and handling content using a USB cable

Use a USB cable connection between a computer and your device for easy transfer and management of your files. Once the two devices are connected, you can drag and drop content between your device and the computer, or between your device's internal storage and SD card, using the computer's file explorer.

If you're transferring music, video, pictures or other media files to your device, it's best to use the Media Go™ application on your computer. Media Go™ converts media files so that you can use them on your device.

To transfer content between your device and computer using a USB cable

  1. Using a USB cable, connect your device to a computer. Internal storage & SD card connected appears in the status bar on the screen of your device.
  2. Computer: Open Microsoft® Windows® Explorer from the desktop and wait until your device's internal storage and your SD card appear as external disks in Microsoft® Windows® Explorer.
  3. Computer: Drag and drop the desired files between your device and the computer.

To transfer content between internal storage and an SD card via USB

  1. Using a USB cable, connect your device to a computer. Internal storage & SD card connected appears in the status bar on the screen of your device.
  2. Computer: Open Microsoft® Windows® Explorer from the desktop and wait until your device's internal storage and your SD card appear as external disks in Microsoft® Windows® Explorer.
  3. Computer: Drag and drop the desired files between the device's internal storage and the SD card.

To transfer files directly from internal storage to an SD card in the device

  1. From your Home screen, tap .
  2. Find and tap Settings > Storage > Transfer data to SD card.
  3. Mark the file types you want to transfer to the SD card.
  4. Tap Transfer.
The direct transfer method means that a USB cable connection to a computer is not necessary.

Transferring files using Media transfer mode via Wi-Fi®

You can transfer files between your device and other MTP compatible devices, such as a computer, using a Wi-Fi® connection. Before connecting, you first need to pair the two devices. If you're transferring music, video, pictures or other media files between your device and a computer, it's best to use the Media Go™ application on the computer. Media Go™ converts media files so that you can use them on your device.

In order to use this feature, you need a Wi-Fi® enabled device that supports Media transfer, for example, a computer running Microsoft® Windows Vista® or Windows® 7.

To pair your device wirelessly with a computer using Media transfer mode

  1. Make sure Media transfer mode is enabled on your device. It is normally enabled by default.
  2. Connect your device to the computer using a USB cable.
  3. Computer: Once the name of your device appears on the screen, click Network configuration and follow the instructions to pair the computer.
  4. When you are finished pairing, disconnect the USB cable from both devices.
The above instructions only work if Windows® 7 is installed on your computer and the computer is connected to a Wi-Fi® Access Point via a network cable.

PC Companion

PC Companion is a computer application that gives you access to additional features and services which help you transfer music, video and pictures to and from your device. You can also use PC Companion to update your device and get the latest software version available. The installation files for PC Companion are saved on your device and the installation is launched from the device when you connect it to a computer via USB cable.

You need an internet connected computer running one of the following operating systems to use the PC Companion application:

  • Microsoft® Windows® 7
  • Microsoft® Windows® 8
  • Microsoft® Windows Vista®
  • Microsoft® Windows® XP (Service Pack 3 or higher)

To start PC Companion

  1. Make sure that PC Companion is installed on your PC.
  2. Open the PC Companion application on the PC, then click Start to open one of the features that you want to use.

Media Go™

The Media Go™ computer application helps you transfer and manage media content in your device and computer. You can install and access Media Go™ from within the PC Companion application.

You need one of these operating systems to use the Media Go™ application:

  • Microsoft® Windows® 7
  • Microsoft® Windows Vista®
  • Microsoft® Windows® XP, Service Pack 3 or higher

To transfer content using the Media Go™ application

  1. Connect your device to a computer using a supported USB cable.
  2. Device: In the status bar, Internal storage connected appears.
  3. Computer: Open the PC Companion application on the PC first. In PC Companion, click Media Go to start the Media Go™ application. In some cases, you may have to wait for Media Go™ to install.
  4. Using Media Go™, drag and drop files between your computer and device.

Sony™ Bridge for Mac

The Sony™ Bridge for Mac application helps you transfer music, video, picture or other kinds of media files between your device and an Apple® Mac® computer. You can also use the Sony™ Bridge for Mac application to manage files through a file browser, update your device software, and back up and restore content on your device.

To use the Sony™ Bridge for Mac application, you must have an Internet-connected Apple® Mac® computer that runs MacOS version 10.6 or later.

To install Sony™ Bridge for Mac on an Apple® Mac® computer

  1. Make sure the Install software checkbox under Settings > Xperia™ Connectivity > USB Connectivity is marked.
  2. Connect your device to an Apple® Mac® computer using a USB cable.
  3. Device: Tap Install.
  4. Computer: The Sony™ Bridge for Mac installer starts automatically after a few seconds. Follow the on-screen instructions to complete the installation.

To open the Sony™ Bridge for Mac application

  1. Make sure that the Sony™ Bridge for Mac application is installed on the Apple® Mac® computer.
  2. Computer: Double-click the Sony™ Bridge for Mac application icon in the Applications folder.

To transfer content using Sony™ Bridge for Mac

  1. Using a USB cable, connect your device to an Apple® Mac® computer.
  2. Computer: Open the Sony™ Bridge for Mac application. After a few moments, The Sony™ Bridge for Mac application detects your device.
  3. Computer: Drag and drop the desired files between your device and the Apple® Mac® computer.